"I purchased glasses on May 16, 2024. I paid $65 for my glasses (frames and lenses). This business advertises a “15-Day Returns; 365-Day Warranty; Money Back Guarantee” and none of that is being honored. My prescription is incorrect and I cannot use the glasses. When I attempted to return them for either a refund or correction, they refused and used the excuse that I did not provide a PD measurement with my prescription, even though I did. They have a drop-down menu to select your PD and I used it. There is an optional check-box for a 2 number PD, but I did not check it because I have used a single number PD in the past with no issues and in no way do they imply that a 2 number PD is necessary. So now they will only correct the lenses if I pay $42 TO THEIR PAYPAL ACCOUNT for shipping. If I want to simply return them, I will only get a 70% refund even though it is a quality issue and a mistake on their end and their return policy is misleading and improperly advertised. Unless you actually find and read their actual return policy, they don’t actually honor their claims - especially the “Money Back Guarantee”."
"I ordered a pair of glasses and I can’t see with them. I uploaded my presecription and used the online form to guess the PD. When I told them I can’t see with them they mailed me a small ruler that sets on your nose and told me to take a picture and email it. Of course the number they got was different. First of all if the PD is crucial they should specify that and offer to do what they did BEFORE they made the wrong prescription. Don’t tell people to use a printed pdf that’s unreliable. That was a big waste of money. Now I’m out $100."
"I spent hundreds of dollars on multiple pairs of glasses on their site. They sent me the wrong prescription, and they refused to send me replacement lenses, even after I offered to pay for them (and it was their mistake). Now I’m stuck with 3 pairs of glasses that I can’t wear. And it gets worse…after that they wouldn’t stop messaging me, I asked tu many times to please just leave me alone if they weren’t going to help me, but it’s like they wanted to taunt me with the fact that they knew they made my glasses wrong and refused to do anything about it. I finally had to report and block them to get the harassment to stop. It’s such a shame because they have really cute frames, but the customer service is truly and unbelievably heinous! "
"Delivery was fast, however that is the only good thing I can say about them - frames were scratched, and had marks from production. The gold frames look extremely cheap, not like the ones on the website. The lenses were thicker than what I had paid extra for. I also admittedly made a mistake inputting the PD, and the lenses were unusable. I realized later their website showed a slightly different prescription (positive signs instead of negative on the Cyl parts), so I do not know if I input that incorrectly, or if it was changed, as some customer reviews state their prescriptions were changed for them to get more money on recustomization.
Customer service responses have ranged from asking me for photos, different photos, video, if I had tried putting toothpaste on scratches - who puts toothpaste on brand new glasses, or any glasses for that matter?? I circled the scratches and defects in red and labeled them because they "couldn't find them" before they apologized for the frames, although they then referred to them as "broken" instead of damaged. Was then offered to be sent a replacement, before changing their statement to it would cost *more* than my original order price for a replacement. Their refund/return policy seems like a series of loopholes so that they will not replace/honor it, and the customer service appears designed to aggravate/insult until you give up or give them more money.
The only way to contact customer service is through messenger and email, which is a red flag. They do not post their return address, and will only say it's different than the address on the package, and will give you the run around before finally sending it to you. (They were sent from China, return address finally given is in CA - specifically, for anyone else who cannot find a return address online, and is getting the run around from customer service, it is:
5636 Birchbay Ct.
Rancho Cucamongo, CA 91737
Consignee: Lensmart ).
In the end, they tried to say I would have to ship the glasses back to them on my own, and they could only refund for the frames, which is against what their website shows.
After reading the positive reviews, I'm convinced that the majority were either paid, employees, or bots - almost all of them have terrible spelling, grammar, and speech, and have to have been written by bots or someone learning English as a second language.
A complete scam and fraud, do not waste your money."
"The shipping is EXTREMELY slow. The price might be good but just know it will be a month+ after you order to receive product. The company doesnt have a phone number and the chat & email response you get is very robotic. No actually customer service. I wouldn't recommend to anyone & would encourage you to look elsewhere."
"Lensmart.com is a scam. I can't believe the cut of my lenses. It was like I ordered my prescription from Wish. It started out so-so at the top and then I can't describe the deformed patterns the rest of the way down. When I tried to get a refund, they sent me in circles for so long I could no longer receive one according to them. I was given a worthless discount on the next purchase I'll never make. I'd rather buy from Walmart again than this company. "
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TERRIBLE COMPANY, DO NOT ORDER FROM THEM. I wish I could give them ZERO stars. I got my bifocals reasonably fast, left lens is fine, right lens is completely wrong. Lensmart goofed on the cylinder reading on my RX and then tried to blame ME for the error. Said I wrote it wrong on the order form! I didn't fill out an order form; I sent them the RX and THEY filled it out wrong. I was an optician for 22 years and didn't have a successful practice by messing up RXs! They offered to refund me the price for my frame: $6. It would be laughable if this outfit wasn't so crooked. They then said they would remake the bad lens if I paid again. Their answer is always "lenses are a custom product and cannot be sold twice". Yeah, that's why you want to make them correctly the FIRST time, because if you don't the company must absorb the cost, not the customer! False advertising, NO real refund policy, NO customer service, and the quality of the goods is terrible. Add to that the fact that they do all this work OUTSIDE OF THE US. DO NOT BUY FROM THIS SHADY OUTFIT."
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DO NOT use this company. They took my money and sent me the wrong glasses THREE TIMES! And now, won't give me a refund. I've been dealing with them for three months and they've been awful! Don't do it! Not worth it!!!"
"This company is a scam. They advertise lenses that are prescription free transition lenses, but they don't actually transition. So they charge you an extra $7 for the transition and then when you get them they don't actually change.
When I reached out to their customer service, I was asked to provided photos, which I did, then I was asked to provide a video in bright sunlight, which I did (you can literally see the glare of the sun in all the photos), and at first they offered to send my a new pair of lenses at that I could reinstall myself, which i said ok to just to be done with it, and then they took it back and said they wanted further proof that the lenses didn't work. After sending what I felt would be sufficient proof to them I decided that writing a review was the only way they might change their tune and start actively helping their customers instead of trying to blow them off and steal their money.
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"I purchased progressive lenses and when I received them I couldn't see thru them unless I tipped my head down and looked up. I have made several attempts to have them fixed or my money back and they have refused me. The worst customer service I have ever seen!! I will never purchase from them again and never suggest them to anyone. "
"Do not purchase progressive lenses from this company. My RX multifocal progressive lenses are only clear if I look forward, there is no peripheral vision at all. I contacted them to return the glasses and get a refund and this is the answer I received:
“ the visible area of the progressive lens is in the middle, and the two sides of the lens are invalid areas.
If you can't accept it, do you need to replace the lens with a single vision lens?”
I have been wearing multifocal lenses for 10 years and they all provided peripheral vision clarity. The response from lensmart indicates that they are not competent in providing this product. Now, I am out of my money and without proper prescription glasses."
"I purchased 2 pair of glasses. Both pair had the wrong prescription. They refused to help and kept making excuses then blocked me. "
"This website and company is terrible i would never purchase from them again. They do not send the correct products and then try to explain it away by pointing to their policies instead of just fixing the problem. Most contact websites will match prices so please do yourself a favor and use a different website! There are many other sites that do not have this bad of custoner service!"